Zendesk Administrator Exam- Section 5 Additional Features Exam
2024. | Exam Revision Questions And Correct Answers | Graded A+
| 2025 Update |
What is a web widget? - Answer -The web widget is a seperate application that you can add to
your
website or help center. It allows support features to be embedded. If multiple components are
enabled
for the web widget, components are presented to end users in a specific sequence, at different
times,
rather than all at once.
What are the different ways your customers can get help from the Web Widget? - Answer -1.
GuideCustomers can search Help Center articles for immediate self-service
2. Support- Customers can submit a support request using a contact form
3. Talk- Customers can request a CB or view a phone number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? - Answer -Bottom Corner by default
What are the support components of the web widget? - Answer -1. Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk? - Answer -If help center is
enabled in
the web widget than customers will be presented with Help Center Search first.
How many results appear in Help Center Search? What about if Contextual Help is enabled? -
Answer -
Nine results appear if any matches are found. If Contextual help is enabled, up to 3 suggested
articles
appear below the search box.
, How are the results for self- service search configured? - Answer -The suggested articles are
determined
either by page URL from which cx accessed or chosen by administrator based of advanced
customizations
How many brands can you support with Zendesk enterprise licensing? - Answer -5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to? - Answer -300
What is an agents brand or agent's route? Where can this be adjusted - Answer -Essentially an
agent's
default brand. This can be managed under settings>account page, under the Branding tab
You can support your brands in any of these channels? - Answer -email, Help Center, Twitter,
Facebook,
Talk, API, Web Widget. Zendesk Chat currently does not support this
Where are all of your installed apps, including those that have been disabled? - Answer -On My
Apps
Page. Click Admin icon> click Apps> click Manage.
What are the different locations an app can be placed? - Answer -Top Navigation- along top of ZD
support screen
Main Navigation- down the left side the Zendesk Support Screen
Ticket- in the body of an existing ticket when apps panel is open
New Ticket In the body of a ticket being created, when apps panel is open.
Organization Profile- On the profile page of a selected organization, when the apps panel is open
User Profile- On the profile page of a selected user when the apps page is open
Who determines the location of the app? Who can reorder apps in a location - Answer -1. The App
Developer determines location that the app will be in. 2. The admins can update the order in each
location of which the apps appears
Can Apps appear in more than one location? - Answer -Yes. Changing the order of the app in one
location will NOT update their position in another location.
What are the different ways you can restrict access to apps? How? - Answer -1. Role Restrictions
2. Groups Restrictions
3. Both
2024. | Exam Revision Questions And Correct Answers | Graded A+
| 2025 Update |
What is a web widget? - Answer -The web widget is a seperate application that you can add to
your
website or help center. It allows support features to be embedded. If multiple components are
enabled
for the web widget, components are presented to end users in a specific sequence, at different
times,
rather than all at once.
What are the different ways your customers can get help from the Web Widget? - Answer -1.
GuideCustomers can search Help Center articles for immediate self-service
2. Support- Customers can submit a support request using a contact form
3. Talk- Customers can request a CB or view a phone number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? - Answer -Bottom Corner by default
What are the support components of the web widget? - Answer -1. Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk? - Answer -If help center is
enabled in
the web widget than customers will be presented with Help Center Search first.
How many results appear in Help Center Search? What about if Contextual Help is enabled? -
Answer -
Nine results appear if any matches are found. If Contextual help is enabled, up to 3 suggested
articles
appear below the search box.
, How are the results for self- service search configured? - Answer -The suggested articles are
determined
either by page URL from which cx accessed or chosen by administrator based of advanced
customizations
How many brands can you support with Zendesk enterprise licensing? - Answer -5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to? - Answer -300
What is an agents brand or agent's route? Where can this be adjusted - Answer -Essentially an
agent's
default brand. This can be managed under settings>account page, under the Branding tab
You can support your brands in any of these channels? - Answer -email, Help Center, Twitter,
Facebook,
Talk, API, Web Widget. Zendesk Chat currently does not support this
Where are all of your installed apps, including those that have been disabled? - Answer -On My
Apps
Page. Click Admin icon> click Apps> click Manage.
What are the different locations an app can be placed? - Answer -Top Navigation- along top of ZD
support screen
Main Navigation- down the left side the Zendesk Support Screen
Ticket- in the body of an existing ticket when apps panel is open
New Ticket In the body of a ticket being created, when apps panel is open.
Organization Profile- On the profile page of a selected organization, when the apps panel is open
User Profile- On the profile page of a selected user when the apps page is open
Who determines the location of the app? Who can reorder apps in a location - Answer -1. The App
Developer determines location that the app will be in. 2. The admins can update the order in each
location of which the apps appears
Can Apps appear in more than one location? - Answer -Yes. Changing the order of the app in one
location will NOT update their position in another location.
What are the different ways you can restrict access to apps? How? - Answer -1. Role Restrictions
2. Groups Restrictions
3. Both
